Refund policy
We have a 30-day return policy — you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be unworn or unused, in its original condition and packaging, with tags attached. You'll also need your receipt or proof of purchase.
To start a return, contact us at info@bastrova.com within 30 days of receiving your item.
If you're returning an item because it's defective, damaged, or incorrect, please also provide:
- 4 clear photos of the item (required) — showing the product, packaging, and the claimed issue
- A short 10–15 second video (optional but recommended) — clearly showing the item's condition and the issue
This helps us evaluate and approve your claim quickly. Return requests for damaged, defective, or incorrect items submitted without the required photos may take longer to review.
If your return is accepted, we'll send you a return shipping label and instructions for sending your package back. Please don't send items back without first requesting and receiving return approval — unapproved returns won't be accepted.
Questions about a return? Email info@bastrova.com.
Damages and Issues
Please inspect your order as soon as it arrives. If an item is defective, damaged, or incorrect, contact us right away so we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
The following items can't be returned for change of mind:
- Perishable goods (food, flowers, plants)
- Custom or personalized products
- Personal care goods (e.g. beauty products)
- Hazardous materials, flammable liquids, or gases
- Sale items and gift cards
If any of these items arrive faulty, damaged, or not as described, your consumer rights still apply — please contact us and we'll make it right.
Exchanges
The fastest way to get the item you want is to return your original item, and once that return is approved, place a new order separately.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return it within 14 days of receiving it, for any reason and without justification — no explanation or evidence required. As with standard returns, the item must be unworn or unused, in its original packaging with tags, and you'll need proof of purchase.
Australian Consumers
Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL). Regardless of the terms above, you're entitled to a repair, replacement, or refund if an item is faulty, not fit for purpose, or doesn't match its description — this applies even to sale items and items outside our 30-day window. For faulty items, we'll also cover your return shipping costs.
Refunds
Once we've received and inspected your return, we'll let you know whether your refund has been approved. If approved, you'll be refunded automatically to your original payment method within 10 business days. Please note your bank or card provider may take additional time to post the refund.
If more than 15 business days have passed since your return was approved and you haven't received a refund, contact us at info@bastrova.com.
